Hi, I’m Rahul Sachdev, CEO of Get Satisfaction. Get Satisfaction is a leading provider of online customer community platform. We help connect companies with customers to foster relationships that unlock new value for both sides. Our customers use our community platform for providing customer self service, seeking feedback and ideas from their customers and for advocacy and word of mouth marketing
2014 turned out to be a great year for the community space and for Get Satisfaction. It seems that last year we saw community go mainstream and that tipping point was assisted by several larger trends taking place in the market. The ever-increasing demand for mobile, social customer support. More and more companies have come to understand that they have to be able to serve on the customers’ terms. As it happens, Communities are a great way to answer your customers’ common questions and solve their problems where ever they are. And communities are always on even when you help desk is not. Subscription-based businesses. From technology to entertainment to services—companies are adopting subscription-based revenue models. But with these kinds of businesses, the barriers to churn can be very low. You only have your customer until their next monthly or yearly contract is up for renewal. And managing customer relationships and ensuring ongoing success is even more critical. Communities are an ideal way to make that happen. The realization of the Internet of Things: As everyday consumer products become more complex and connected to the internet, adoption is predicated on consumer education and support. Community delivers mobile-friendly support and an ideal venue for product evangelism. The Sharing Economy. The Sharing Economy is built around the idea of sharing human and physical resource. Community is inherently about sharing—knowledge, ideas, answers. And as the idea of peer-to-peer economics expands, the notion community becomes ever more accepted and expected.
Get Satisfaction added 50+ New enterprise customers in 2014. Enterprises including ADP, BBC, Bluenose, Coupa, Dalarna University, Gainsight, Host Analytics, MTS Allstream, Shell, Soundcloud and 3D Robotics are now using Get Satisfaction to extend community support and drive customer engagement to millions of end users worldwide. The majority of these companies are looking at community to expand, improve, modernize and scale customer support. Some are using it to improve their sales and marketing efforts, leveraging community to build stronger relationships with customers and to help them find new ones. And some use community as a way to get closer to understanding what customers really want. What new features? What new products or services? It’s exciting to see the many ways that community can help companies connect and engage with customers.
In addition to lots of new companies adopting community for the first time, Get Satisfaction saw many existing customers expand their community initiatives in 2014. Some added new geos with communities in different languages. Some added community to more product lines. Some widened their charter beyond support into marketing and product innovation. Some created special communities for partners, employees or VIP customers. And some expanded by integrating community with other key business systems like CRM and help desk and marketing automation. Companies expanding community with us included Citrix, Target, Proctor & Gamble and SugarCRM.
One of our goals in 2014 was to make our enterprise platform as easy to use and simple to derive fast value from as possible. So we made a number of updates with that in mind. First, we made community simpler and faster to set up, configure and deploy. We’re talking days—not months. And no professional services or IT resources required. We also made is simpler to drive engagement and deliver value. Our platform makes it easy for community managers to dramatically increase user engagement, with gamification and badging as well as moderation and curation tools. We also made great progress in terms of make it easy for users to discover community. Community isn’t a destination. Community needs to show up where consumers are naturally. If a consumer is searching on Google. Or on Facebook. On in an online product. Or on a mobile device. Community has to be an extension of that experience. Lastly, we made it easier for business decision-makers to analyze community performance and capture insights by tracking visits, users, page views, conversations, user sentiment and more. This momentum validates our strategy to deliver the most engaging community platform with the fastest time to value.
One thing we realized is that our customers really wanted more of our thought leadership and expertise so in 2014 we designed and launched a new customer success model that would increase and accelerate their success. The new model includes an advanced onboarding process that identifies each new community’s business goals and outlines success strategies early on. Our team then proactively works with customers to both identify patterns and share useful best practices. Community Health Reviews are a formal for gauging a customers’ success and identifying specific areas of improvement. And Education and best practices takes more forms, from our own community, our blog, our white papers, webinars and even a certification program….
We launched Community Management Essentials, an on-demand professional certification course to educate community managers and others about how to get the most from online communities. This on-demand course covering all aspects of managing a high impact community is the only technology-agnostic course on the market, giving professionals exposure to proven methodologies, case studies and best practices. With the certification, community managers, can build world-class communities. They can also more effectively marshal resources for community and customer-centric efforts. The certification helps them become leaders in this exciting and emerging new field and it allows them to highlight their credentials on LinkedIn or other online forums. Meanwhile, companies benefit too. They more fully realize the potential of a community, including a strategic plan. They can continuously analyze and improve performance, demonstrate clear ROI and avoid common, often costly, mistakes. We intend to build this program out more in 2015, with another, more advanced, certification.
And because we know that community isn’t an island, we did a lot of work in integrating our solution into the larger software ecosystem. By the end of the year, Get Satisfaction had integrations with 10 business applications, including Salesforce, Zendesk, SugarCRM, Marketo, Google, Facebook, Hootsuite, GoodData and JIRA. Illustrating the need for community in the larger business software ecosystem, Get Satisfaction we saw more than 200 companies connect their Get Satisfaction community with either a Zendesk or Salesforce instance. And we expect to see a lot more of that this year.
We’re excited to see the momentum carried into 2015. We’re seeing more and more companies move their thinking from “do I need a community” to “Which business problems do I want to solve first with community?” Let us know if you would like to have a conversation about how an online community could support your 2015 priorities.
2014: A Banner Year for Community
2014: A Banner Year
Connect companies with customers online,
unlocking new value for both sides
Get Satisfaction: The leading online community
2014: Community Goes Mainstream
Demand for mobile, social support
Internet of Things
Industry’s Largest Base of Community
CPG / Retail Education
B2B B2B B2B B2B B2B
Existing Customers Extending Community
• New Products
• New Geographies
• New Divisions
• New Users
• New Use Cases
Platform Advances to Simplify Community
EASIER than ever to…
• Set up, configure and deploy
• Allow users to discover community
• Drive engagement and deliver value
• Capture insights
Our platform offers the fastest time to value.
New Customer Success Model
Onboarding & Strategy
Education & Best Practice
Community Management Essentials
• Manage best-in-class
• Marshall enthusiasm
and resources around
• Be a leader in an new
• Highlight expertise with
• Realize the potential of
• Develop a strategic plan
• Continuously analyze
• Demonstrate ROI
• Avoid common
Integrations with Key Business Applications
Support Marketing Social Other
B2B B2B B2B B2B
200+ customers deployed in connection with
Salesforce or Zendesk.
The New Community Mindset
Do I need a community?
Which business problems should
I tackle first with community?